Three Reasons to Start Sending Personalized Thank You Cards

Over the holidays, I went and spent a lovely afternoon with my godson, his parents, and my husband. We exchanged gifts, had lunch, and watched an eager one year old tear into his new blocks. About a week later, I got a handwritten note from my friend thanking us for coming by. She always does that and I think it's one of the most endearing qualities about her (aside from my adorable godson). We're so close and yet, something so simple mattered so much.

It got me thinking about sending thank you cards. We do that for our customers and I've gotten emails back thanking me for the note or someone contacting me for something they had forgotten about until they saw my note. You can go far beyond just a simple "thank you for your business" and if you"re not sending out thank you cards, here are three reasons to add at least one to your daily to-do list.

Add A Personal Touch

Recent research studies show that many of your personality traits are linked to your handwriting. If you write with large and swooping lettering, you're more of an outgoing personality. Including your handwriting to a new customer is a great way to introduce yourself. I bet you never thought of your handwriting as "friendly". If you don't like your penmanship or have been referred to as a "chicken-scratcher" there are exercises you can do to improve or change your handwriting.

Tell Them Something They Don't Know

When I write a thank you letter to a customer, I'm always sure to take a look at their account and see what feature they aren't using. A lot of times, your customer may not know about something that you have to offer and if you mention it (even in passing) it could peak their interest. If someone isn't recording their calls or if they are having large conferences, I always mention operated events. It's a way to present a new feature they might not even know they need.

Stand Out Among the Junk

Our lives are filled with junk, from your spam folder in your email to the new family dentist hanging a flyer on your door (how do they get away with this?). Sending a thank you card in the mail (with a real stamp – very important) brings back that bit of excitement that we had when we were kids and we got to go to the box first. Okay, maybe it's not that exciting, but a hand written card will stand out in that stack of mail, as opposed to the email that might get accidentally deleted.

Adding a single thank you note to your daily list of things can go a long way to making a connection with new or existing customers. Thank them for a new account or thank a customer that's been with you for an entire year. It goes a long way for both your company and the customer. Do you send out thank you cards? How do you decide who gets one?

Most Shared Posts in 2013

Happy end of December everyone! We had a great time in 2013 trying new things and taking new approaches on the blog and in a lot of other areas. It was a great year for us here at AccuConference and in celebration of the New Year; here is a look back at some of our favorite posts, as well as the most shared.

5 Ways to Get Your Audience’s Attention

When was the last time you saw a speech or attended a conference call where it didn’t begin with "Good morning, my name is…."? Getting the attention of your audience during a presentation can be a challenge while you compete with all of the distractions like cell phones, tablets, and social media. This list is a great way to try a new and improved opening for your presentations to get your audience to sit up and tune in.

Active Listening Skills for Customer Service

Listening in customer service is the most important thing that you can learn. When someone is talking to you, you need to tune out everything else and actively participate in your conversation with your client.

Why Adults Learn Languages More Easily Than Children

Research has proven that children are better than adults at a lot of things (like honesty and imagination) but one thing that we’ve learned is that when it comes to something as complicated as learning a new language, the adults have one up on the kids out there.

Breaking Down the Technical Barriers to Customer Service

This is a technical industry that we work in and a lot of times, we get bogged down in our terminology. Things that make perfect sense to us don’t always translate to new or existing customers. What approaches can you take to help ease your customers through new words?

Learning New Things: How We Approach New Challenges

We took on some new challenges at AccuConference and one of the things we learned as writers is that sometimes, you have to take a risk in order to improve. We wrote a series of posts in the fall about how we learn new things and how we face the challenges that arise.

Those were our most popular posts in 2013. Stay tuned and keep reading in 2014.

Happy New Year!

Using a Reservationless Conference Call

What does a "reservationless" conference call mean? It sounds like a really complicated technical term, but it’s very simple. With a reservationless call, you can have this call any time. You don’t need to contact us and let us know you’re having it, when you need the conference, it is yours – always available.

This means that there is absolutely no scheduling of your call needed or required, and the conference information you received will always work. For most of our customers, this is a perfect solution for their needs.

A lot of customers use multiple conference rooms that are reservationless for different purposes.

Billing

Easily manage billing by assigning a reservationless conference line for each person. On the invoice you can see all of the usage by the conference name. This is a solution I see working great in law offices where attorneys need to be able to bill clients individually for the time on the conferences. Since we track the billing by date and time, it's easy to compile charges for each client and attorney working in an office.

Security

With each person having access to their own conference line, they can manage the security of their calls in their own way. Maybe you want to have a new PIN for each conference but your co-worker doesn’t mind using the same information over and over. By setting up a conference for each person, they can have the ability to log in and manage the settings the way they want them.

No More Internal Scheduling

I talked to a customer a while back who had a book on her desk where people would come "sign out" certain dates and times to use their one conference line. When I told her we could just set up reservationless lines for everyone it was a relief because she didn't have to worry about overlapping calls anymore. Now there was less for her to do and everything could go a lot smoother.

Our goal with these kinds of conferences is to make it easier for your manage and conduct your meetings. After all, what is simpler than doing nothing?

Breaking Down the Technical Barriers of Customer Service


I work in a business that has a lot of words for a lot of different things. When you call in ask for a "webinar" we might be talking about a couple of different things. It's my job to break down your needs and ask the right questions so we get you the kind of service that you need. It's not a perfect system because there is a barrier between knowledge. I've been in this industry for a little over five years and honestly, there are still terms that come up that I haven't heard before and have to get clarification.

When hitting communication barriers created by technology phrases, it's not always easy to figure out a way to break down how to explain it to customers, but here are some things that we do here that are really helpful.

Break Things Down into Physical Terms

If I can't adequately communicate what I mean by a conference "line" I will break it down in terms of rooms. If you can provide something physical a customer can picture in his or her mind, you might click a bulb in their heads. It's much easier to imagine a room that is assigned to each person than to try to explain what I mean by "conference line". Something tangible that a person can wrap their mind around can break the technical confusion.

Gauge Your Customers Understanding

In about the first thirty seconds of a conversation with a customer, I can get a pretty good read on their level of familiarity with conferencing. Many times a customer will freely admit they have limited or no experience with any kind of conference technology, but sometimes, it's a matter of just understanding how they are wording and saying things that give you the best clues to how you need to break things down for them.

Repeat It Back in a Different Way

Don't be afraid to clarify with a customer. Part of what our responsibility is to the customer is making sure that we understand what they need so that we can direct them in the best possible way. Make notes as you talk to them and then repeat it back to them in a slightly different way. "Let me make sure I understand, you need a conference call where you can collect the participant's names and companies? Oh, then you need an operator answered call. Okay, we can take care of that for you."

Show, Don't Tell

When going over what a particular product or service can do, always offer to show it to them. Set up a demo with them and then give them access to go in and play around. I always encourage our new customers to go online and click around. Make yourself available to them if they have additional questions or needs so that you can talk them through.

When a customer doesn't understand the technical terms, it's our job to help them through it. Even if we might be speaking a different "language" with our customers, we can still get to the bottom of what they need and help them along the way. How do you help your customers get through the information.

Voting on Conference Calls

Conference calls are held for a number of reasons. Using conference services for board meetings is incredibly popular and sometimes, you need to hold a vote on these kinds of calls. The difference is that you can’t just ask for a “show of hands”. Now you need a way to take votes in an orderly manner on your conference call. Here are some of the unique ways we have observed our customers using our conference systems to take official votes from board members.

Flagging

On the live call screen, you have the ability to click beside a person’s name and put a little “flag” beside their name. We developed this feature for a client who wanted a way to keep track of participants who had already had an opportunity to ask a question so that everyone got a chance. Use the live call screen to flag people who have voted either up or down on an issue.

Web Conferencing

With web conferencing, you can send out a poll throughout the conference to take votes on your suggestions, issues, or just to get a feeling about how your participants feel. You can edit them to ask any kind of question and select any kind of responses. If you’re using a PowerPoint to show your clients some different options they have in a web page design or product marketing efforts, you can allow them to vote on which one they want by using the polling system within the conference service. (Bonus: The polls can be preloaded so that you have them ready to go.)

Q&A Sessions

When we talk about using Q&A sessions on your conference, it’s usually it the context of, well, asking questions. But you can use the Q&A feature to poll your audio participants. Ask them to press *1 to put themselves in line to vote and then you can take their vote one at a time. If you record your conference call, you can have all of these votes on record for review or to recount at a later date.

Voting sessions can easily be done through a conference without having to cost a lot of time and you can easily keep a record of these votes using some of these options.

Secure Conference Calls

Finding secure conference calls is an important part of planning your meeting.  You want to make sure that you can have your conference and not have to worry about people interrupting your business or overlapping conference calls.

We have a number of built in options that can help you manage the security (and billing) of your conference calls. Depending on how tight you want the security of your conferences, you can choose some or all of these features.

Conference Codes: There are several ways you can increase security with your conference codes.

First, we recommend assigning a unique conference code to each participant. It functions as your ID badge to track attendance and see who is on your conference. Set each of these codes to "one-use-at-a-time". It works like a concert ticket on a first come, first serve basis. Once the ticket is scanned, no one else can get in. With this code setting the first participant to join the call is the one allowed in.

Limit the use of these conference codes by setting a total number. For example, if you have a series of conferences, and you want to make sure a code is used for the first two, but not for the third conference, you can set the code to be used twice. One that second instance is used, the code expires and won't be valid for future conferences.

Registration pages can be set up so you can control who gets an invitation to the conference, and approve or deny any of the registrants. (Bonus: All of the above options can be automatically set for each code with registrations.)

Conferences: You can use the conference lines to set a security precedence by scheduling each conference. You get a new moderator and participant code each time you need to have a meeting. This way, participant codes cannot be used to join in on a confidential or unrelated meeting. Conferences will expire once it is complete.

Set up a conference room for each employee. If everyone has their own room the conferences will never overlap, so you don’t have to worry about someone coming in on the tail end of a call.

See who is on the conference by viewing your live call screen during the call. If you see someone you don’t recognize, you can remove them by clicking 'hang up' on the screen. You can also lock the conference to prevent anyone else from joining.

Permission based users allow you to give selective access to your account. For instance, each employee can be given their own set of conference codes and access to log in. Each person is responsible for their own conference lines and the telecom or IT manager no longer has to manage the account with a log book or a sign out page.

Security on your conference calls is important, but not impossible. Try some of these features for your next conference call.

Find more information about conference security, features, and options by checking out some of the other blogs here at .

Keep Notes in Your Conference Account

Since you know how to download your CSV files for your conference information, I'm going to tell you about another neat included service that you have in your account. Did you know that your conference call history is a note taking machine waiting to happen? Conference calls can often be jam packed with information and when you have multiple conferences in a single day, they all start to run together.

Our call notes system helps you keep track of the information or action items you need to take based on a conference call. Here are some of the ways our customers are using the system.

Using the Same Conference Codes

Since our codes can be used again and again, the history stores everything by the name, date, and time. Using the conference code notes system lets our customers go in and mark "call with client X" or "sales meeting".

Track Moderators

Even if it's not needed to track what the subject matter of the conference was about a lot of our customers use the notes system to keep record of who initiated the conference.

Next Steps

Once a conference is over, go to the notes section and add in the actionable items that were taken away from the conference call. You can leave yourself a to-do list based on the conferences in your account. You can also leave it as a note for your assistant or IT Manager. Let’s say it is time to issue new codes on the conference line, you can leave a note for the person who manages that to prompt them to go in and make the change. "Needs new conference codes for security" is a great way to let the person who manages your conference account know that some things need to be changed.

Are you using the note taking system or is it new for you? We've found it to be beneficial for our customers as well as to how we stay organized here. How could you see yourself using the system or how are you using it?

Bonus

If you have one of our toll free forwarding numbers, you also have access to this system. Keep notes on who you talked to, what you talked about or information that is contained in a saved fax. If you're going back later on to check and see if a document or phone call has been received, you can scan the notes and make sure that you've done what you need to. We use the system internally to keep track of what customers have sent us. Since we all take care of the faxes received into our office leaving a note on it also lets us know that the fax has been looked at by another operator.

Conference Call Checklist

So you want to have a conference call?  You can always start a conference call in minutes, however we suggest a bit more preparation for a conference between you and your co-workers. When inviting clients or customers to your conferences, there are a few extra things you will want to do. 

First: Decide What Your Call is About

Write out what the meeting is going to be about and create an agenda, making sure to estimate how long each point will take.  It's always good to give yourself 5-10 minutes of margin.  Don't forget to budget time for questions.

Second: Decide Who

Once you've worked out when you want to have the call, decide who is going to be there.  This is a good time to ask yourself if you'll be having a guest speaker or if you need an operator assistance.   

Third: Send Your Invitations

Now that you have all of the above worked out, it's time to send out your invitations.  Your email invitations should include:

  • What the meeting is about
  • Their call-in number and participant code
  • When the meeting is and for how long
  • An abbreviated version of the agenda

Your participants are taken care of, so where will you be?  The beauty of audio conferencing is that you can host a conference call from pretty much anywhere.  So your only guidelines should be to conduct your conference call from a quiet place where you won't be interrupted.  And—for absolute best quality—use a landline.  One final suggestion: use a headset.  It's much more comfortable than cradling the phone in your neck.

Use this helpful conference call checklist before you plan your next meeting:

PREPARE YOUR CONFERENCE

__Choose the date and time.
__Determine if you need operator assistance.
__Will there be a guest speaker?
__Do you need a registration page?
__Do you want the conference call recorded?
__Will there be a visual element requiring web conferencing?

CREATE AN AGENDA

You need to write an agenda to send to speaker and participants so the know what to expect. 

__Does it have a realistic timeline?
__Is there a need to have breaks?
__Will there be Q&A? How long will your Q&A session be?
__Do you need a different version for participants?

TECHNICAL CHECKLIST

__Do you know how to mute your telephone?
__Is the sound quality on your conference good?
__Did you do a practice run to make sure that you know how to join the conference and the webinar?
__Do you have a backup method of connecting in case there is a problem with your connection?
 


Looking for ways to improve your speaking abilities? Here are four more resources:

Voice Inflection Tips

Inflection is a fancy way to describe your tone of voice when speaking. It’s not just the volume level that you may speak at but also the tone, pace, pitch, and cadence at which the words of a presentation come out of your mouth.

In order to host a successful presentation on a conference call, you usually only have one tool – and it’s the way you speak. Your voice will get participants to tune in, listen carefully, and stay engaged throughout the call.

If you’re finding that participants are less than engaged or everyone seems to be waking up from a long nap when it’s time for Q&A, maybe it’s time to evaluate the way you speak to make some improvements on your voice inflection.

Where’s the emphasis?

Listen to a recording and determine where you are putting the emphasis on your words. Are you putting the emphasis on the end of all your sentences? If you are – it’s not a good thing, as it triggers your audience to think that the statement is a question. The proper emphasis can direct people to focus on strength, confidence, and clue into important parts of the conversation.

Do you speak softly?

While volume isn't the most important thing about voice inflection, it is an important aspect of making a great presentation. There are a lot of distractions around the participants and the last thing that you want to do it make them have to work to pay attention to you. Your voice should command the attention of those listening – even the ones who are completely focused on Facebook.

Are you speaking too fast?

If you’re blowing through the words like you’re that guy from those 1980s Matchbox car commercials (Google it), you’re talking too fast. When it comes to making a presentation, people don’t want to have to work to listen to you – they want their experience to be easy and enjoyable. If they are struggling to keep up with you they are probably just going to tune you out. You want a natural cadence that best reflects a conversational tone.

Improving voice inflection is not something that can be done overnight. If you think you need to work on your speech patterns you’ll want to start as soon as possible by recording your next conference call and evaluating your speech.

How have you improved your voice inflection? What are your tips for improving tone, cadence, and the overall quality of a speech?

The Hook: 5 Ways to Quickly Get Your Audience’s Attention

Arguably the most important part of any presentation is the beginning. It sets the foundation for the rest of your talk. If you come across as a strong, entertaining speaker at the beginning of your presentation, people will be forgiving if your material gets a little more routine as the talk progresses. Most peoples’ judgment is reserved for those first few seconds of the talk. So if you want to get people listening you need to hook them fast.

Think about it. How many times have you heard a speech that begins with, “I’m here to talk with you today about….” Or “Thanks for coming out to listen to my talk about…” or some variation of these intros. While they do get straight to the point, they do absolutely nothing to grab your audience, to rivet them so they’ll listen, or in other words hook them. With that in mind, here are a few ways to get your audience’s attention right off the bat.

Quote, Anecdote, Rhetorical Question

These are some of the most common ways to hook your audience. You must be sure to use a quote, anecdote, or rhetorical question that segues nicely into your material. If, for example, you were talking about the current recession, you could give an anecdote about the Great Depression and use it to underlie the point of your message. Or you could ask the rhetorical question: Just how similar is our current economic crisis to that of the 1930s? These types of lead ins will get people wondering, and help them tune in to what it is you’re saying.

New Twist on the Familiar

Take a common story, quote, saying, or anecdote and change it. This will give your audience a new perspective on the familiar as well as grab their attention. If you handle the twist skillfully enough, you can actually make quite an impression. Let’s say you were giving a presentation on nutrition in America. You could say something like, “To eat, or not to eat. That is the question.” The bolder the twist, the better the reaction will be. However, you must make sure it makes sense and fits into your material. One of the best ways is to simply find popular aphorisms online and try switching the wording around.

Personal Story

This will help introduce you as a speaker and gives a personal take on the material. Part of what gives you credibility as a speaker is the authority you have to talk about a subject. A good way to do this, for example, could be to lead into your presentation with a personal story about how you got involved in the field, started your business, or became an expert on the subject. The key is to be either funny or endearing so people will trust you.

Audience Participation Exercise

This is useful as an icebreaker, but typically only works in small settings. The simplest example is to have everyone introduce themselves. However, you can get creative, depending on the setting. Often in classrooms teachers will have people work in pairs and find out 5 interesting facts.

The Screening Question

Also known as the “Show-of-hands Question,” this gets the audience to participate, engages them in the material, and gives you, the speaker, an idea of how much the audience already knows.

With all of these options and a dash of creativity, you should be able to think of a good way to grab your audience’s attention quickly.


Looking for ways to improve your speaking abilities? Here are four more resources: